This article, co-authored by Carl and the business unit manager of a customer call center, describes a program that combined fluency-based training with management of the behavior influences to produce a 60% improvement in productivity with 30% shorter training in one-fourth the ramp-up time for newly hired customer service representatives. The article focuses on the fluency-based training aspect of the program, but it was a true Six Boxes implementation, involving a tuned and balanced overall system for developing and supervising call center employees.

This article describes the rationale and technical underpinnings of our leading edge approach to integrating organizational values (culture) with operational performance to set expectations and strengthen practice of those values, one job title, process, or team a time.

This brief article, summarizes a Master’s Series presentation by Carl Binder at the 2017 meeting of the International Society for Performance Improvement. It provides background and a precise definition of what it means to have an accomplishment-based approach to performance improvement. (At The Performance Thinking Network, we use the phrase work outputs to refer to accomplishments.)

This chapter presents an overall view of the role of evaluation in performance improvement, and includes discussion of how the Performance Chain provides a guide for WHAT we can measure — behavior, work outputs, and/or business results.

A team of performance consultants at Amerigroup applied their chosen human performance technology methodology, Six Boxes Performance Thinking, to define their own performance, identify improvement opportunities, and build infrastructure to support their performance. This article summarizes the context, process and accomplishments to date, along with the lessons learned from this ongoing effort.

Co-authored with Tina Teodorescu, Carl's long-time colleague, this article contrasts the output-based performance analysis methods that accompany the Six Boxes Approach with the current trend of “competency modeling.”